Manages a small to medium sized unit by coordinating their workload, ensuring proper staffing, conducting performance evaluations, approving compensation and monitoring development. Oversees and supervise a small team of customer service representatives and respond in a timely manner to phone and e-mail inquiries from consultants and clients to resolve customer issues. Conducts extensive research by reviewing all available internal resources and external client knowledge to answers inquiries and resolves problems. Helps leadership to develop and implement customer service strategies for clients through high quality and efficient responses. Provides guidance to junior customer service representatives on how to respond to client inquiries by sharing extensive knowledge and experience and suggesting responses to resolution of client issues. Monitors e-mail deliverability on all e-mails and tracks usage to identify opportunities for product and service improvements. Suggests customer service process improvements to management for consideration. Qualifications College Degree required 2-5 years Call Center Management experience Proven leadership experience required, with a focus on goal setting and coaching \uf0a7 Strong interpersonal skills with the demonstrated ability to gain the confidence, respect and trust of senior executives, clients and staff \uf0a7 \uf0a7 Demonstrated ability to function effectively as a team-oriented leader, able to work independently but also lead cross-functionally. \uf0a7 Proven ability to exercise sound judgment and strong problem solving skills. \uf0a7 Effective written and verbal communication skills, including the ability to communicate internally as well as externally with remote locations, external partners and clients, and vendors. \uf0a7 Must demonstrate strong active listening and follow-up skills, planning, prioritizing, organization, analytical and customer\/employee relations skills in the performance of all essential job functions Job Client & Customer Services
Website : http://www.mercer.com
Mercer is a global consulting leader in talent, health, retirement, and investments. Mercer helps clients around the world advance the health, wealth, and performance of their most vital asset – their people. Mercer's more than 20,500 employees are based in more than 40 countries, and we operate in more than 130 countries. Mercer is a wholly owned subsidiary of Marsh & McLennan Companies (NYSE: MMC), a global team of professional services companies offering clients advice and solutions in the areas of risk, strategy, and human capital.